'A revved 'OP' month at LL - May the (Sales)Force be with you

As another month comes to a close, we catch up with our #RevOps team to hear about life in their world lately…

March was an exciting month for the Revenue Operations team! We officially completed a CRM migration for our CS team which began in Q4 last year. We made this move to ensure that our ways of working is standardised and automated, helping our #CS team focus on building and growing the customer relationship whilst also helping customers succeed with their program.

Previously this was facilitated through different solutions so migrating to one platform ensures we have the most up to date customer information visible to our CS team. This also ensures we have one view of a customer from inbound to renewal.

Tell us more about the work involved in this project

The first step was to confirm the milestone that would provide the best solution for the team, aligning with project objectives (ultimately servicing the customer). This was followed by the remaining steps that had to be completed prior to launch.

These included:

• Facilitating discoveries - we collaborated as a team to understand how we currently serve our customers
• Building requirements - organising the details of what we need to do to facilitate the customer cycle
• Configuration of the solution - actually building the solution in a testing environment
• Testing of the system - getting hands on with the team and getting stakeholders to test drive the solution
• Training of the new #CRM - facilitating training on this new solution
• Data migration activities - getting existing CRM data in the solution to ensure continued consistency in our engagements with our customers
• Releasing to the entire team - actually making this solution live for the team to use from Day 1

All of these activities were organised via a project board and we assigned specific activities with deadlines in weekly project updates. Through the entire project process, numerous stakeholders were involved, and it was great to see that everyone who participated really aligned with all our company values! We must work as a team, deliver, stay accountable to the work and be willing to learn in an unfamiliar environment.?

What was the highlight of the project?

A major highlight of this project was finding new ways of building strong relationships and supporting our customers as we continue to grow. Knowing that we can support our CS team to do this by standardising and streamlining their process has been validating and a fulfilling experience.?

Any key learnings that stand out to you?

We have definitely learned a lot throughout this project, this includes but is no way limited to:

How important technology can be to support much better comms with customers AND how important it is to get into the details of how we work to ensure we have the best solution for the team for launch.

The importance of having the same CRM tool to ensure we can focus on our customer lifecycle (even before they become a customer) has been huge. This ensures that we can scale as a tech organisation and ensure all of our clients get the service they deserve and a team that wants to see them succeed!

Some of the key takeaways we noted in our retro included:

Things that worked

• Building in the sandbox and moving to another sandbox was a good test for deployment
• Weekly status updates ensured consistent information was shared between all stakeholders
• Our ‘agility’ (being adaptable and actually drove the build)

Things to Consider in Future Projects

• During discovery, actually shadow the stakeholder to see what they do?
• Get a confirmed timeline from the stakeholder for each milestone
• Consider multi-phase launches

For the RevOps team, this project was one of our favourites. Being able to work with such a collaborative, responsive, supportive and motivated team made this project. LoyaltyLion has some amazing people that work here. We’re already looking forward to the next project with the teams!

And here are some lovely quotes from the wider business about working on this project

Hannah (CSM)

The RevOps team have been nothing short of amazing over the past few months. They’ve been so thorough with this project to really elevate the work the CS team do to make our lives (and data) a lot better in our day-to-day roles!

From our first onboarding into Salesforce, they’ve conducted the training in manageable sized chucks so the information was never overwhelming, and they ensured that we were involved in all discussions if relevant to our area of work.

They kept us up to date with weekly status updates, making it so easy to be able to feedback our progress to the wider team also.

The migration process has been super smooth and this was all down to their preparation, planning and time they’ve all put into making this a success.

The feedback that I’ve received from the wider team has been so positive and this is all down to the RevOps team really grasping what the CS team do day to day, and ultimately building us a tool that is, and will continue to be, a valuable tool for us.

Sam (AM)

The Salesforce migration project was a huge success and will really help drive a new way of working within the success function. Even in the short amount of time we've been using the platform we've noticed a huge shift in how we manage our accounts. Being able to access all of the information we need in one system has not only reduced the time it takes to review a client, but also how we interact and work with the wider team. I won't go into listing all of the different features we like as there are too many to name, however things such as autogenerating renewal opportunities and being able to assign cases so that work is easier to track and manage are massive game changers.

Jason (Onboarding Manager)

It was really great to work with you, Soph and Nick. You were so generous with your time, both within the setup and the training that followed. It was a massive setup, and I can't imagine how many hours it took on top of the calls/training, so congrats to you guys for that!

I really enjoyed your personal use of Asana, and have actually borrowed a lot of how you use it for onboarding road maps!

Personally I found tinkering with the platform early really fun, and I liked how engaging it was, and I appreciated the freedom to test it as we would actually use it.

In terms of mobility, I think it is a great idea to get others involved as it could definitely spark an interest in RevOps for others in the future, so having the opportunity to work on this project or future projects, is a great idea.